ComplaintsforProactiv

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The products I tried did not work for my teen acne! I would like to suggest a new product line from this company (face-pads) that are shaped as a circle that you just wipe on your skin (facial) and rub it in

  Business response

  06/03/2024

  Dear ****, 
  
  Thank you for reaching out and sharing your experience with our products, we are genuinely sorry to hear that the products you tried did not meet your expectations in addressing your teens acne. 
  
  We greatly appreciate your thoughtful suggestion regarding a new product line of face pads shaped as a circle for convenient facial application. Your feedback to us as we continuously strive to improve and innovate our offerings to better serve our customers' needs. 
  
  Your input helps us understand what our customers are looking for and guides us in creating products that can make a positive difference. 
  
  Thank you once again for your suggestion and for being a valued customer. If you have any further feedback or questions, please do not hesitate to contact us. 
  
  Warm regards, 
  
  ******* R 
  Proactiv 
  Corporate Escalation 

• Initial Complaint

  05/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Good afternoon, Im requesting help resolving an issue with collections. I have been buying Proactiv for over 25 YEARS! My credit card has been on an account with ********************** for that entire time. At some point, my credit card was compromised and I had to cancel my card. During that time I got a new card, apparently, the balance of $61.21 was not paid. Unknowingly to me, I updated my card on my account and was receiving my proactive as normal. I have for the last 18 months received my proactiv. So, when I received emails claiming that I owed money to proactiv I ignored them because I thought it was a scam. In my mind, why would proactiv send me an email telling me I owe them money when they have my credit card on an account and Im still receiving product. During this time I was sent to collections. Once I received a letter from collections in the mail, I contacted proactiv. Im not sure why Proactiv did not send me a letter before they sent me to collections. I have been in touch with ******, with Proactiv. She will not resolve my issue.Credit collections services told me that proactiv can contact them and say that the debt has been satisfied. I have agreed with proactiv that they can take the $61.21 off of my credit card. I am asking Proactiv to contact credit collection services and cancel the debt and charge my credit card $61.21. Im not denying that the money may be something that I owe even though it was not to my knowledge and for some reason they did not charge my credit card that is on file! I do not want to pay the collection services and I want my credit to be alleviated of this. As a loyal proactiv customer for 25 years, I do not think this is too much to ask. ****** has refused to do this. Can you please help me?

  Business response

  05/27/2024

  Dear ***, 
  
  Thank you for reaching out and for being a loyal Proactiv customer for over 25 years. I understand your frustration regarding the recent issue with your balance and the collections agency. 
  
  Unfortunately, since the balance has already been transferred to the collection's agency, Proactiv is no longer able to directly handle the payment. However, I want to assure you that paying the balance directly to the collection's agency will resolve the issue, and once the payment is made, it will not negatively impact your credit score. 
  
  I understand this situation has been inconvenient, and we appreciate your understanding. If you have any further questions or need assistance with your account, please dont hesitate to reach out. 
  
  Warm regards, 
  
  ******* R 
  
  Corporate Escalations 
  
  Proactiv 

• Initial Complaint

  05/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a subscription to Proactiv and decided to cancel it. I went onto the website sometime in Feb 2024 and tried to cancel the order. The website will only allow the addition of products and if you hit the "cancel" button, it does not work. The only button that works is the ordering button. After several days of trying to cancel, I tried to erase my credit card information because this company will not ship product without charging first. The system refused to let me delete my credit card information from the system! Basically I can't cancel and I can't delete my card information. I placed an erroneous number in the card section so my card would stop being charged and as expected, on 21 Feb 2024 ,I got an e-mail stating they were trying to ship my next shipment by couldn't because I need to update payment. I never updated it and I did not get product. I thought I was finally free. After MANY reminders to update my card, all of a sudden on 24 April 2024 I get a notification that I have a past due balance of $59.90 from 11-20-23! This is impossible given they refused to ship product without payment and Proactiv had my card on file before and after Nov 20 2023 and all the way until Feb 2024 when I was forced to change to get product to stop. It is impossible that I owe money from 5 months ago when they had my card on file and it is suspicious it only came when I tried to cancel, couldn't, and then had to change my card number to make it stop. From other complaints, this is a business tactic they use. I fully dispute the amount.

  Business response

  05/07/2024

  Dear *********, 
  
  Firstly, please accept our sincerest apologies for the inconvenience youve experienced while attempting to cancel your Proactiv subscription and remove your card information. We understand how frustrating this situation must have been for you, and we truly appreciate your patience and understanding. 
  
  Im pleased to inform you that Ive processed the cancellation on your subscription to ensure that no future orders will be generated automatically. Your satisfaction and peace of mind are paramount to us, and we want to assure you that the subscription has been successfully terminated. 
  
  Regarding the past due balance on your account, Ive conducted a thorough investigation into the matter. It appears that the balance corresponds to the last order (order #********) generated on November 19th of 2023. On that day, we charged your account $43.15, which was the first installment for the order. The past due balance reflects the second and third installments for this order. 
  
  However, upon attempting to process the subsequent installment on December 18th of 2023, and January 15th of 2024, we encountered issues with your financial institution. The reason provided was that the account linked to the card was closed, which resulted in the declined charges.

  As a result, the past due balance remains on your account. To resolve this matter, I kindly ask you to process the payment for the past due balance using the link provided in the email you received. This will prevent any further actions regarding the outstanding balance. 

  
  Once again, I apologize for any inconvenience or frustration this situation may have caused you. Please rest assured that we are committed to providing the best possible service to our customers, and we appreciate your understanding and cooperation in resolving this matter. 
  
  Thank you for your attention to this matter. 
  
  Warm regards, 
  
  ******* R 
  Corporate Escalation 
  Proactiv 

  Customer response

  05/07/2024

   
  Complaint: 21656934
  
  I am rejecting this response because:

  My card was not closed. I changed the card number in Feb 2024 because your system fraudulently will not allow cancellations. I was not on a payment plan and I never received any notice this company attempted, and was not able, to collect payment on two previous occasions. I was notified that another shipment was pending and my card would be charged in approx Feb 2024 which would not happen if I owed your company money for a previous shipment. I only got any notice of an alleged over due payment 5 months later. I do not owe anything and I dispute the charge. 

  
  
  Sincerely,
  
  *********************************

  Business response

  05/14/2024

  Dear *********, 
  
  Thank you for your response and for providing additional information regarding your situation. We appreciate your patience as we work to resolve this matter. 
  
  Upon further investigation, we have confirmed that the reason for the declined attempted to collect the 2nd and 3rd installments of your Proactiv subscription, on December 18th of 2023 and January 15th of 2024, respectively, was indeed due to your financial institution indicating that your card/account was closed. We apologize for any confusion or inconvenience this may have caused. 
  
  As per our records, you have been enrolled in a subscription plan since August 5th of 2021. This subscription plan entails regular shipments of Proactiv products and is structured with installment payments for each shipment. 
  
  Regarding your statement about not being on a payment plan. We kindly refer to you the terms and conditions agreed upon when you initially subscribed to our service. We understand that you may not have received notifications about the declined payment attempted, and for that, we apologize. 
  
  To assist you further, weve emailed you screenshots of the declined payment attempts from our system, indicating the reason provided by your financial institution. Please review these for your reference. 
  
  In light of the circumstance, there remains a past due balance of $59.90 on your account, which reflects the outstanding installments for the aforementioned shipment. We kindly request that you process the payment for this past due balance using the link provided in the email you received. Resolving this outstanding balance will prevent any further actions, such as collections, regarding the overdue amount. 
  
  We understand your frustration and assure you that we are committed to providing a resolution that satisfies both parties. Should you have any further questions or concerns, please do not hesitate to reach out to us. 
  
  Thank you for your attention to this matter, and we appreciate your cooperation in resolving it. 
  
  Warm regards, 
  
  ******* R 
  Corporate Escalation 
  Proactiv 

• Initial Complaint

  04/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In and around April of 2022 I did not receive my last order from Proactive. I tried to access my account only to find that Proactive had retooled their website which had either erased my account or made it inaccessible to me. I called several times to try to fix my account & to get my last order shipped to me. I received excuses and the run around, but I did not receive my last order and they were never able to make my account accessible to me again. After this fiasco I never ordered from Proactive again. They have contacted claiming I owe $49.99 past due & that they will be submitting it to collections if I don't pay within 10 days. I believe their records that indicate I owe them a past due amount of $49.99 **** incorrect and I don't owe them anything. If this goes to collections & negatively affects my credit I plan to submit my complaint to the ***** Attorney General's fraud department.

  Business response

  04/16/2024

  Dear ******, 
  
  Thank you for bringing your concerns to our attention regarding your Proactiv account. 
  
  We sincerely apologize for any inconvenience you have experienced in trying to access your account and resolve the issue with your last order. Your satisfaction is our top priority, and we understand your frustration with the situation. 
  
  After carefully reviewing your account, we have confirmed that there was indeed a past due balance of $49.99. However, given the circumstances you have described, we understand that this may have been caused by the difficulties your account and receive your last order. 
  
  We want to assure you that we have taken steps to rectify the situation. We have removed the past due balance from your account, and you probably will receive 1-2 notifications regarding this matter. Please disregard any notifications you may have received or may receive in the future regarding the past due balance. 
  
  We apologize for any inconvenience or frustration this may have caused you, and we appreciate your patience and understanding as we work to resolve this issue. 
  
  If you have any further questions or concerns, please do not hesitate to contact us. We are here to assist you in any way we can. 
  
  Thank you for bringing this matter to our attention, and we apologize for any inconvenience you have experienced. 
  
  Warm regards, 
  
  ******* R 
  Corporate Escalation 
  Proactiv 

  Customer response

  04/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****************************

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is shady as f*** I ordered a 30 day trial kit about a month ago try TRY it. I didn't like it nor did it not work. Proactiv charged my card without giving me any notice or indication, I found out when I checked my bank account. They completely withdrew my account. I called them not only to cancel my subscription but to attempt to get the order refunded which they refused. I told them that had I gotten any kind of notice that I was going to be charged & when I would have prevented this from happening. I ended up disputing the transaction on my card. They claim they have 5 star customer experience but whoever I talked to on the phone was rude & unpleasant as well. Beware of Proavtiv.

  Business response

  04/16/2024

  Dear ******, 
  
  Thank you for reaching out to us and sharing your concerns about your recent experience with Proactiv. We sincerely apologize for any inconvenience and frustration this may have caused you. 
  
  We understand your disappointment and want to address your concerns as best as we can. Upon reviewing your account, we see that you purchased a 30-day trial kit about a month ago. Its important to note that when you purchased the trial kit, you also agreed to be enrolled in a subscription program, resulting in the creation of order #********. 
  
  We apologize if there was any confusion regarding the subscription enrollment process and the billing schedule. Our intention is always to provide clear communication and transparency to our customers. We regret any inconvenience caused by the lack of notice about the upcoming charge. 
  
  You have the option to reject the package upon delivery, and based on the tracking number **********************, which you may view information within ******** tracking system, the expected delivery is today around 6:50PM. Alternatively, you can return the package to the sender by visiting one of the facilities of the shipping company handling your delivery, its important to mention that the package has to be sealed for it to be free of cost. 
  
  You have until June 10th of 2024, to return the package for a refund. However, we encourage you to return it as soon as possible to expedite the refund process. Once done, you can contact us with the tracking number for an expedited refund or once we receive the return package, we will process a refund for the product amount (less shipping) and ensure that you are not charged for the pending installments scheduled for May 9th and June 6th. 
  
  We sincerely apologize for any inconvenience you have experienced, and we are committed to resolving this issue to your satisfaction. 
  
  Thank you for your understanding and cooperation. 
  
  Warm regards, 
  
  ******* R 
  Corporate Escalation 
  Proactiv 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Over a year ago I closed my proactiv account & I closed the card the subscription was originally billing too. In March of this year I got an email saying I had an outstanding balance and that they would be sending out to collections. I followed the link provided on the email and paid the balance. A few days later proactiv charged my new card for a subscription and shipped me product I did not order. I reached out to their customer service, was told to reject the package and wrote return to sender on it. I contacted customer service when this was done. I also asked that my card information be removed and again that my account be canceled. They are refusing to refund my money stating they have to wait for the warehouse to processed the return. Yesterday they charged my credit card again and maintain they are going to continue billing me monthly stating "they can only process it if the warehouse receives the package" since they canceled my subscription I have no access to viewing the order, history, transactions, and my payment info is locked out. Now I have to cancel my credit card to keep them from continuing to bill me. I did not give permission for them to store my credit card information. Nor did I place an order much less a subscription service. I simply want my refund that I was promised. **************** told me I would get a refund through their money back guarantee. Yet they are continuing to bill me. This is a ridiculous situation. All because I did the right thing and paid an outstanding final payment to their collection team.

  Business response

  04/11/2024

  Dear *******, 
  
  I hope this message finds you well. Firstly, I want to extend my sincerest apologies for the inconvenience and frustration you have experienced with your Proactiv account. Your satisfaction is of utmost importance to us, and we are committed to resolving this issue promptly. 
  
  Upon reviewing your account history, I want to provide you with some clarification regarding the recent charges and subscriptions. While we did not find any record for a subscription cancellation request in our system for the period of 2021-2022-2023, we did find a cancellation request for an order created on May 5th of 2022. This order was indeed cancelled as per your request on the same day it was created. However, there was no cancellation request for the subscription associated with your account. 
  
  As a result, when you added your updated payment information, a new order was automatically created because the subscription was still active. Its important to note that no orders are shipped if there is no active payment method associated with the account. Nevertheless, I want to reassure you that your subscription was cancelled on March 14th of 2024, as per your request, and no future orders will be created. 
  
  Regarding the recent charges and shipment, I have processed a refund of $75.79 for order #********, which was created on March 12th of 2024. Additionally, I have removed the pending balance of $29.95 by cancelling the third installment, which was scheduled to be charged on May 7th of 2024. 
  
  Once again, I apologize for any inconvenience this may have caused, and I want to thank you for bringing this matter to our attention.  
  
  Thank you for your understanding and patience. 
  
  Warm regards, 
  
  ******* R 
  Corporate Escalation 
  Proactiv 

  Customer response

  04/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had cancelled my Proactiv account #****** subscription #PA50350725 last year but yet on 12/23/23 I received an email from Proactiv stating that my recent shipment had been processed successfully in the amount of $136.87. I called them and I was told that the previous representative had failed to close my account and they couldnt cancel the shipment that I had to receive it and then send it back to them for a refund. On 12/23/23 the shipment was still located in their warehouse but they refused to cancel it stating that they had no communication with the warehouse and therefore there was nothing they could do about it. I then proceeded to cancel the account once more. I received an email from Proactiv on 12/28/23 stating that my shipment was on its way. Thats 5 days after I made the initial call to have them cancel it. I sent the shipment back and they received on 2/6/24 I have confirmation from them on emails. According to Proactiv they processed a refund for $127.90 on 2/27/24 and have yet to receive it. I have called several times regarding this refund and was told at first to check with my financial institution as the refund had been processed successfully on their end. Was even provided with a confirmation # and other information. My financial institution never received any refund from Proactiv. On 3/20/24 I asked to be transferred to a supervisor to find out what was the hold back on my refund. I was transferred to ****************** and he explained to me that my refund had been blocked by them for an unknown reason to him even though I had been assured that my refund had been processed successfully. At that point he said he would escalate the claim and would get back to me personally within a week or so. 2 weeks went by and I didnt hear back from him so I called back on 4/3/24 and was told he would escalate the claim for a third time. I emailed him the statements he asked for and said he would take care of it by 4/5/24. Still no refund as of 4/7/24.

  Business response

  04/10/2024

  Dear ******, 
  
  Thank you for bringing your concerns to our attention regarding the refund. We sincerely apologize for the inconvenience and frustration this situation has caused you. 
  
  Upon thorough investigation into your case, we have confirmed that the refund process has encountered unexpected complications. As mentioned in one of our interactions, the inconvenience stemmed from the dispute you initiated with your bank, which unfortunately resulted in Proactiv winning the dispute. Following this resolution, your returned package triggered an automatic system response indicating that we were not responsible for issuing a refund due to the dispute outcome. 
  
  We understand how frustrating this must be for you, and we want to assure you that we are actively working to find a resolution and return the funds to you as soon as possible. While we cannot provide an exact timeframe for the resolution at this moment, please rest assured that we are committed to resolving this matter promptly. 
  
  I will personally reach out to you with updates and a solution as soon as we have one. In the meantime, we sincerely appreciate your patience and understanding as we work through these challenges.  
  
  Once again, we apologize for any inconvenience this may have caused, and we assure you that we are dedicated to providing you with the resolution you deserve. 
  
  Thank you for your continued support and understand 
  
  Warm regards, 
  
  ******* R 
  Proactiv 
  Corporate Escalation 

  Customer response

  04/10/2024

   
  Complaint: 21547174
  
  I am rejecting this response because:
  As I stated previously I am owed a refund of $127.90. They are trying to give me the round around and play the waiting so they can keep my refund!
  Sincerely,
  
  ***********************

  Business response

  04/12/2024

  Dear ***********;
  
  Thank you for your response and for your continued patience as we work to resolve the issue regarding your refund of $127.90. We understand your frustration and want to assure you that we are committed to providing you with the resolution you deserve. 
  
  Please accept our sincere apologies for any inconvenience caused by the delay in processing your refund. We assure you that our team is actively working on finding the best solution to return the funds to you as soon as possible. 
  
  We understand your concerns and want to assure you that we are not trying to give you the runaround or delay the refund process. We are dedicated to ensuring that you receive the refund owed to you in a timely manner. 
  
  Our team will continue to prioritize your case and provide you with the updates as soon as we have them. Thank you for your understanding and cooperation. 
  
  Warm regards, 
  
  ******* R 
  Corporate Escalation 
  Proactiv 

  Customer response

  04/26/2024

   
  Complaint: 21547174
  
  I am rejecting this response because:
  This company has been telling me on the phone,via email the same thing for the past 3 months that theyre still working on my refund process. They will apologize about it and still cant seem to figure out how to refund me my money. I am paying off my credit with interest for this purchase which I dont even have the product nor the refund to show for. If they are having a hard time on deciding how to refund me why wont they just sent a check in the amount of $127.90. They are quick to withdraw the funds from your financial institution but will give you the run around when it comes to refunding you the money youre owed!
  Sincerely,
  
  ***********************

  Business response

  05/08/2024

  Dear ******,

  Thank you for your continued patience in regards to the current situation, I tried to get in touch with you around 10 minutes ago, however it sent me to Voicemail, which I left, the last update provided was that we've sent the check for you to collect the amount owed to you on Monday, this having said, we've settled the refunds part, we sincerely apologize for the long wait for us to provide you with a solution, if you have any further questions or concerns, please let us know.

  Warm regards,

  ****************
  Corporate Escalation
  Proactiv

  Customer response

  05/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There was never any attempt to notify me of any outstanding balances on my account. Their failure to contact me via any possible method did not happen. My $25.00 debt was sent to collections. My subscription has been cancelled for a long while. I don't know what they are referring to when it comes to this debt.

  Business response

  04/03/2024

  Dear ***, 
  
  Thank you for bringing your concerns to our attention regarding the outstanding balance on your account and the debt sent to collections. We understand the importance of addressing this issue promptly and transparently. 
  
  Upon reviewing your account history, we confirm that your subscription was indeed cancelled on January 14th of 2023. However, there was an outstanding balance of $24.95 remaining on the account. 
  
  We attempted to process this charge on March 2nd of 2023, using the **** ending in 3628. Unfortunately, the transaction was declined by the institution because the cardholder did not permit the charge to go through. 
  
  In regards to the notifications, we apologize if you did not receive them. We attempted to notify you via email at the address associated with your account, ******************* before sending the account to collections. 
  
  We sincerely apologize for any inconvenience or confusion this may have caused you.  
  
  Thank you for your understanding and cooperation. 
  
  Warm Regards, 
  
  ******* R 
  Corporate Escalation 
  Proactiv 

  Customer response

  04/03/2024

   
  Complaint: 21515826
  
  I am rejecting this response because:
  Despite what they said, they never tried to notify myself of any outstanding charges. Beware of this company as I have a feeling that I am not the first person this has happened to.
  Sincerely,
  
  *****************

  Business response

  04/12/2024

  Dear ***, 
  
  Thank you for your response. We sincerely apologize for any inconvenience you have experienced regarding the outstanding balance on your account.  
  
  We understand your concerns, and we want to assure you that we take your feedback seriously. We strive to provide clear communication and transparency to all our customers, and we regret any lapse in this instance. 
  
  Your feedback is invaluable to us, and we will use it to improve our processes and ensure that similar situations are handled better in the future. Please know that your satisfaction is important to us, and we appreciate the opportunity to address your concerns.  
  
  Thank you for your understanding and cooperation. 
  
  Warm regards, 
  
  ******* R 
  Corporate Escalation 
  Proactiv 

  Customer response

  04/26/2024

   
  Complaint: 21515826
  
  I am rejecting this response because:
  I was not ever notified of any outstanding balances, and this business did what seems to be the bare minimum of getting ahold of me (if they even ever did). Why I was sent to collections for $28 was ridiculous. I would have paid immediately if they would have actually tried to contact me. They had other contact information besides just my email. They are just lazy, or lying when they said the made an attempt to contact. 
  Sincerely,
  
  *****************

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Erroneous debt sent to credit collection after account was closed and paid in full.

  Business response

  04/03/2024

  Dear *******, 
  
  Thank you for bringing your concerns to our attention regarding the erroneous debt sent to credit collections after your account was closed and paid in full. We understand the importance of resolving this matter promptly and transparently. 
  
  Upon reviewing your account history, we confirmed that your subscription was indeed canceled on December 13th of 2023, as requested. However, there is a remaining balance on order #********, which was not successfully processed. 
  
  We attempted to process the charge of $29.63 for a period of 60 days, from June 15th of 2023 to August 14th of 2023, using the payment method provided, which was PayPal. Unfortunately, the payment was denied by PayPal for the entirety of the 60-day period. As a result, there is a remaining balance of $29.63, which must be paid through the collections agency. 
  
  Thank you for your understanding and cooperation. 
  
  Best regards, 
  
  ******* R 
  Coroporate Escalation 
  Proactiv 

• Initial Complaint

  03/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Recently, I got a bill from a collection agency, saying I owed $24.95 to Proactiv. I havent had a subscription since last summer. My last shipment was 7/6/2023. I had another before that in April. But the shipment in question is order# ******** from 1/21/23. It says I didnt pay for it, but my payment info was on my account and used for the previous and following shipments, but somehow not for the January shipment. I was never emailed regarding this outstanding balance and it was never mentioned when I cancelled my subscription. If I had an outstanding balance, why wasnt I charged at the time of cancellation? But from reading the other complaints on the BBB site, its obvious that the business practices of this company are slightly shady.

  Business response

  03/26/2024

  Dear *****, 

  Thank you for bringing your concerns to our attention regarding the recent bill from the collection agency. We understand your frustration and want to address this matter promptly.

  Upon reviewing your account, we found that there was indeed an outstanding balance of $24.95 for the shipment on January 30th of 2023. We apologize for any inconvenience this may have caused. It appears that there was a system error that prevented the payment from being processed, despite your payment information being on your account and used for previous and subsequent shipment.

  Please be assured that this issue with the outstanding balance will not affect your credit history.

  We attempted to process the charge for the outstanding balance on March 7th of 2023, but unfortunately, it was declined by your payment method, PayPal. We apologize for any confusion or oversight regarding this matter.

  To resolve the outstanding balance, we kindly ask that you attempt to make the payment on Friday using the link provided through the emails. If you encounter any issues, please don't hesitate to give us a call, and we will assist you further.

  We apologize for any inconveniences this situation may have caused and appreciate your patience and understanding as we work to fix the system error. 

  Warm regards,

  ****************
  Corporate Escalation
  Proactiv

  Customer response

  03/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩